What We Say

In this 30-min podcast, recorded in the summer of 2018, patient experience researcher Rick Harris and corporate anthropologist Andi Simon discuss the principles and practicalities of seeking out the wisdom of patients and caregivers in a truly person-centric way.

This podcast is important listening for organisations involved in either the design or delivery of healthcare. If you’re interested in what patient-centricity should really be about, as defined by patients, this podcast is for you!

Brand-new Customer Faithful workshop, on May 15th in Cambridge, UK. It's built to help pharma and bio-tech organisations create patient-centric research that can drive stakeholder engagement within advocacy groups and HCPs.

Industry labels such as “beyond the pill” are not helping Big Pharma to understand what matters to the people living with healthcare issues,Instead, it is actually reinforcing a view of seeing a person as a patient.

Customer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.

Customer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.

Recent research commissioned by the Department of Health was seeking to identify the best single ‘overarching’ question to ask patients and service users about their experiences of healthcare. But using NPS has proven to be confusing for patients. We explain how and where to get the best out of NPS.

In healthcare, it's understandable that employees are encouraged to take personal responsibility to solve problems. But does this drive a behaviour to simply fix a problem, rather than the underlying cause? And if this pattern exists in healthcare, what does it tell us in other industries about customer service management?

Customer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.

The shocking details of the Mid Staffordshire hospital scandal were already known, of course. But in forming our view on what needs to change to support patients, we were keen the explore the reaction to yesterday's release of the public inquiry, known as the Francis Report.